Behind coaching with Filip ?ivi?
He is one of our Pen Knights and one of our most creative coaches. On "office days" he still brings the flexibility from the home office, while sitting on the floor in the meeting room, with a cushion that is shaped like a kitten underneath him, which is something that proves that every teacher has its own method of transferring knowledge. Have fun while reading Filip's story about coaching.
Our colleagues from the coaching team are perceived as Yodas, wise gurus, and knowledgeable teachers. Would you agree with this and explain further to us what exactly you as coaches are doing?
To explain it in short terms, we are teaching newcomers about customer service procedures and ways of conduct towards our customers. Elaborating it furthermore, coaching means discovering the patterns and rules our very existence relies on and extrapolating the use of these insights to a specific field, in our case customer service. For example, one aspect of it is teaching our people to take pride in regretting things or as our chief coach would like to say: “Wir bedauern immer gerne”.
Everyone in your team is different and unique – how about your coaching styles? Is there enough space for each coach to have their own methodology?
Well, you can pick one from the pic above, there are no boundaries. Personally, I prefer to encourage my students to explore things by themselves, but at the same time with a vicious ulterior motive: after they fall on their noses, which eventually they all do, I make them appreciate a “tighter leash”. Then, I try to enable them of structuring their own knowledge and incorporating a way of thinking, which in my eyes proved most efficient in a customer-service environment.?
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Some of the greatest development initiatives come from your department. Why is it important for coaches not only to develop individuals but the processes and company innovations as well?
Let’s take a brief look at a specific but nevertheless not all too rare customer-type of digitec: you have somebody who is lying in the lounge chair of his beautiful villa, enjoying the sunset on the Zurich-lake and who is getting the things you and I save for months delivered on his or her very doorstep on a daily basis. You don’t want this person getting annoyed because he or she has to take a picture of the EAN code in order to receive the right product. What is an EAN code you ask? – well, if you don’t know it, why would Bruno Ganz or any other Swiss millionaire? ??
How convenient is the home office for coaching; What are the benefits of online learning, and could you imagine teaching offline again?
Since I’m a part of the coaching team, the home office is all there is. Pro: you can concentrate on the work only because there are fewer random things that tend to draw your attention away from your tasks. Con: it’s much harder if you want to grab a beer with your colleagues in the after-hours.
We know that you’re a great fan of cartoons – if you had the chance to create a cartoon about coaches, what story would it tell?
Answering this question, I simultaneously invite Danilo (Star?evi?) – the obvious lead character, who also happens to be my boss – to give the next interview. ?? Imagine knowing someone who is perfectly capable of giving you an answer in the most serious manner regardless of whether it comes to why a camel should only have one hump or what Cicero really meant by “the exception that proves the rule”. In my opinion, such a person would be completely worthy of a movie or cartoon appearance, don’t you think?